Kimberly Olsem
Reno
Summary
Dedicated professional with extensive experience in front desk management and customer service. Proven ability to lead teams, resolve issues, and enhance guest satisfaction.
Overview
13
13
years of professional experience
Work History
Assistant Front Desk Manager
Nugget Resort Casino
Sparks
11.2022 - Current
- Managed front desk operations for guest check-ins and inquiries.
- Trained and supervised front desk staff on customer service standards.
- Assisted in resolving guest complaints and ensuring satisfaction.
- Coordinated with housekeeping to maintain room availability and cleanliness.
- Scheduled staff shifts to optimize coverage during peak hours.
- Provided information about resort amenities, services, and local attractions.
- Provided support during peak hours when needed.
Assistant Front Desk Manager
Nugget Resort Casino
Sparks
04.2022 - 09.2022
- Managed front desk operations for guest check-ins and inquiries.
- Trained and supervised front desk staff on customer service standards.
- Assisted in resolving guest complaints and ensuring satisfaction.
- Coordinated with housekeeping to maintain room availability and cleanliness.
- Scheduled staff shifts to optimize coverage during peak hours.
- Provided support during peak hours when needed.
- Supervised front desk clerks and ensured they provided excellent customer service to guests.
Guest Service Manager
Atlantis Resort Casino
Reno
05.2017 - 04.2022
- Managed guest inquiries and resolved issues promptly and effectively.
- Trained staff on customer service protocols and hospitality standards.
- Coordinated guest reservations and ensured accurate booking processes.
- Oversaw front desk operations to enhance guest experiences.
- Provided support with day-to-day operational issues related to guest services.
- Monitored customer service operations to ensure quality standards were met.
VIP Services Representative
Atlantis Resort Casino
Reno
12.2012 - 05.2018
- Provided exceptional customer service to high-profile clients in luxury settings.
- Responded promptly to client inquiries via phone and email, ensuring satisfaction.
- Collaborated with various departments to fulfill VIP guest preferences and needs.
- Developed personalized experiences for guests, enhancing their overall visit quality.
- Trained new team members on best practices in VIP service delivery and etiquette.
- Monitored guest feedback to identify areas for improvement in service offerings.
- Greeted and welcomed VIPs upon their arrival to the venue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Associate of Science - Medical
Career College of Northern Nevada
Sparks, NV05-2019
Skills
- Front desk management
- Customer service training
- Hospitality standards
- Team leadership
- Problem solving
- Time management
- Attention to detail
- Employee hiring
- Staff training and development
- Cash handling experience
- Policy enforcement
- Guest relations expertise
- Check-in management
Timeline
Assistant Front Desk Manager
Nugget Resort Casino
11.2022 - Current
Assistant Front Desk Manager
Nugget Resort Casino
04.2022 - 09.2022
Guest Service Manager
Atlantis Resort Casino
05.2017 - 04.2022
VIP Services Representative
Atlantis Resort Casino
12.2012 - 05.2018
Associate of Science - Medical
Career College of Northern Nevada